This page displays all of the events that have been approved to provide Patient Experience Continuing Education Credits. If you would like to offer PXE credits for your upcoming event, contact us at firstname.lastname@example.org.
Adapt Quickly and Build Connections through Telehealth
Susan Haufe, Chief Healthcare Advisor, Qualtrics
Laura Cooley, PhD, Senior Director, Academy of Communication in Healthcare
Dr. Lars Osterberg, Director, Educators for CARE, Stanford University School of Medicine
Mystique Smith-Bentley, Executive Director, Service Excellence, Stanford Health
Dr. Deepa Thakor, Clinical Assistant Professor, Medicine, Stanford University
June 11, 2020 – 2:00-3:00 PM ET
Social distancing practices resulting from the Covid-19 pandemic have accelerated the use of telehealth and the health care community has clamored to adapt. This session explores the challenges, opportunities, and best practices to enable strong communication and patient experience in the virtual healthcare space.
Join Susan Haufe, Chief Healthcare Advisor at Qualtrics, in a discussion with leaders from Stanford Health and The Academy of Communication in Healthcare to learn:
- Challenges and benefits of delivering exceptional telehealth experiences
- Communication best practices to establish trust in the patient-clinician relationship
- Virtual training opportunities needed to support clinicians
PXE Credit: 1
Better Together – How a NYC Health System Leveraged their Values to Serve Their Most Vulnerable Patients during the Pandemic
Silvina de la Iglesia, CMI Spanish | Associate Director, Language Assistance Program, Patient Service Center, The Mount Sinai Hospital
Erica Rubinstein, LCSW, CPXP | Vice President of Service Excellence & Patient Experience, The Mount Sinai Health System
Lourdes “Lulu” Sanchez, MS, CMI | Director of Implementation, LanguageLine Solutions
June 16 2020 – 2:00-3:00 PM ET
The Mount Sinai Health System in New York City serves a very culturally and linguistically diverse patient population. Delivering safe, compassionate, and patient-centered care to the most vulnerable patients during the COVID19 crisis is only possible when an organization aligns its core values and staff commits to serving a higher purpose. Presenters will discuss how the health system strengthened communication with patients and families by working together to serve limited English proficient (LEP), as well as Deaf and Hard of Hearing patients during the crisis.
- Examine the value of organizational cultural alignment for delivery of patient-centered care during the COVID19 crisis.
- Share best practices for delivering translation, interpretation, and clear patient-facing communication during the crisis while keeping staff interpreters safe.
- Describe how partnering with a language access vendor through ongoing implementations can ensure staff is prepared to deliver healthcare in patient’s preferred language.
PXE Credit: 1
Improving the Patient Experience during COVID-19
Vanessa Mona, Director of Care Experience, Henry Ford Health System
Heather Hallett, RN MBA, VP Customer Success, SONIFI Health
June 23, 2020 – 2:00-3:00 PM ET
The COVID-19 pandemic is putting hospitals — and their patients — in unprecedented situations. Henry Ford Health System is focused on the patient experience, keeping patients comforted and well informed at this time of uncertainty. They are turning to digital tools to help patients and employees stay up to date on new policies and procedures, deliver encouraging messages from the community and enable virtual experiences, including a virtual therapy dog visit.
- Discuss the importance of an accelerated digital transformation.
- Discover how to help isolated patients feel connected.
- Develop ways to help support clinicians who are part of direct patient care.
PXE Credit: 1
Achieving Diagnostic Excellence: Patients as Research Partners
Susie Becken, Patient Advisor – Co-Chair, Regional Patient Advisory Council, Southern California Permanente Medical Group
Kerry Litman, Physician Lead for Patient and Family Centered Care, Southern California Permanente Medical Group
Rochelle McCauley, Senior Consultant, Southern California Permanente Medical Group
June 30, 2020 – 6:00-7:00 PM ET
Although diagnostic errors are often due to unintended and avoidable communication failures, error reduction frequently focuses on the practitioner’s perspective with patients relegated to limited involvement. This webinar will share how Southern California Permanente Medical Group (SCPMG) partnered with Patient Advisors to develop interventions that address diagnostic errors.
- Demonstrate the value of partnering with patients to develop systems to achieve diagnostic excellence.
- Examine collaboration strategy between a medical group and patient partners to develop interventions that address diagnostic errors.
- Explain the development of patient partnership in the development of a patient engagement guides – from design of the guide to testing the utility of the guide.
- Share an example of patient participation in the development of an educational video to increase clinician awareness of diagnostic errors and how to mitigate making them.
PXE Credit: 1
Parents’ Fears When Their Child is the Patient
Mindy Spigel, Director of Patient Experience, CHRISTUS Santa Rosa and the Children’s Hospital of San Antonio
Ann Gonzales, Staff RN in ED, CHRISTUS Santa Rosa and the Children’s Hospital of San Antonio
July 14, 2020 – 2:00-3:00 PM ET
The Children’s Hospital of San Antonio team was curious about how the fears of adult patients compared to parents fears when they bring their children into the health care setting. With the generosity of a research grant from The Beryl Institute, over 200 parents were interviewed about their fears in health care and what health care providers could do to alleviate fears. Understanding people’s fears helps to connect caregivers not just to strategies but to the why. In this webinar, the participants will learn about the impact of fear on patient outcomes and experience. We also explore parent’s greatest fears and how caregivers can best alleviate those fears.
- Describe the impact fear has on the patient experience and outcomes.
- Discuss the most common fears parents experience when they bring their children into the health care setting
- Describe the most important things caregivers can do to alleviate fears of patients and families
PXE Credit: 1
Now, more than ever, it is time to celebrate What’s Right in Health Care®. Inspiration, connection to purpose, and resilience are key during this unprecedented time. To continue to provide you an opportunity to connect, learn and rejuvenate, we are excited to host What’s Right in Health Care® virtually this year. We invite you to join us to be inspired by the results others are achieving, share best practices and identify key takeaways to make lasting change in your organization.
Our virtual program will include several key components:
- Two, half day sessions, August 11-12, where you can join keynotes and discussions live that share actionable takeaways to transform your organization along with lessons learned from the COVID-19 pandemic.
- A full library of on-demand resources including discussions lead by healthcare organizations, learning resources and stories of inspiration
- Content will be available for 60 days and completion of all available sessions – both live and on-demand – can earn up to 20 CE credits. More information regarding CE credits is available below.
The Keys to Staying Positive During a Crisis
Shola Richards, Best-Selling Author and Workplace Strategist
August 11, 2020 – 6:00-7:00 PM ET
We are in the middle of a crisis. A deadly pandemic is barreling through the world, and it has created several complex challenges that we now have to navigate. Those challenges exist at work, at home, now, and in the foreseeable future. While all of this is true, it is possible to not only thrive in the face of this new normal, but we can also become unstoppable as well. In this highly-practical webinar, facilitated by best-selling author Shola Richards, you will learn the key strategies that will create positive outcomes for you and for others, now and in the future. If you are looking for an inspiring and actionable webinar to help you to navigate the current uncertainty, look no further.
- Identify the four keys to creating and maintaining a positive mindset, regardless of the circumstances.
- Apply the aforementioned “four keys” to any challenge that you are currently facing (professionally, personally, or otherwise).
- Create an accountability plan for your newly-created commitments, and identify how your plan will sustain your positive mindset long after the worst of the pandemic and the current civil unrest is over.
PXE Credit: 1
Patient Experience Institute will hold a series of live webinars over the course of 2020 to introduce potential candidates to the CPXP examination process. We will hear from and ask questions of current CPXPs on their experience with the exam process as well as how the CPXP exam has benefited them since they earned their designation. Space will be limited for these webinars and registration is required to participate. You may register for this webinar below. Please add email@example.com to your authorized emails to ensure you receive this information.
If You Build It, They Will Come
Jennifer Loew, Director-Volunteer Services, Mayo Clinic Health System in Eau Claire, WI
August 12, 2020 – 2:00-3:00 PM ET
Join this webinar to discover the importance of being intentional and organized when developing your volunteer program. The success of your recruitment and retention plan is contingent upon it; from onboarding and communication to meaningful positions and recognition.
- Build an organized and Intentional Volunteer Program.
- Develop an effective onboarding Process.
- Enhance relationships with volunteers and colleague.
PXE Credits: 1
CAHPS Round-Up 2020
Jan Gnida, CPXP, Senior Vice President of Research Operations, PRC
Andrea Paseka, Director, CAHPS Production, PRC
August 18, 2020 – 2:00-3:00 PM ET
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Jan and Andrea dedicate their time to understanding existing programs, updates to current programs, and new developments to advance patient care. During this webinar, they will review key CAHPS programs including Outpatient/Ambulatory Surgery (OAS), the Accountable Care Organizations (ACOs) and Merit-based Incentive Payment System (MIPS), Hospice, Home Health (HH), and Hospital CAHPS (HCAHPS). They will review the HCAHPS Value-Based Purchasing (VBP) program and trends over the past few years. Jan and Andrea will also review current industry dialogue including star ratings and new approaches to capture the voice of the patient.
- Summarize recent developments in key CAHPS programs.
- Identify key components of the HCAHPS VBP program.
- Explain current conversation about how to collect and use patient experience data.
PXE Credits: 1
During the virtual 26th Annual NRC Health Symposium, healthcare professionals will celebrate strides in service and deepen their connection to the patients and customers they serve. High-performing organizations spanning the entire continuum of care will articulate a vision for the future of the industry—a vision that brings human understanding into focus.
The Symposium will provide you with a host of actionable ideas for personalizing care, building a consumer-ready organization, and securing authentic loyalty from your customers.
Well-Rounded: A Fresh Approach to Training Volunteers for Inpatient Service
Kristina B. Baggott, MBA, CAVS | Associate Vice President, Volunteer Services & Community Engagement, Augusta University and AU Health System
Vanessa White, MPA | Volunteer Services Program Manager, Augusta University
September 30, 2020 – 2:00-3:00 PM ET
This session will feature Augusta University Medical Center’s innovative approach to training inpatient hospital volunteers in a consistent, effective manner. The Well-Rounded program is a thorough, simulation based, patient support training that volunteers complete before they are assigned to an inpatient unit, making them better equipped to serve patients on all units and helping the nursing staff to be more confident in the abilities of the volunteers assigned to their areas.
After completing this training, volunteers are more empowered and confident in understanding and executing their service responsibilities, allowing them to provide the highest level of support in their assigned areas. The session will also highlight some of the key volunteer duties that are included during the Well-Rounded training proStacgram including: hourly rounding checklists, white board management, AIDET fundamentals, and fall prevention responsibilities. Attendees will walk away with a wealth of new training ideas that can be applied to their programs as well as some helpful volunteer training materials and duty checklists.
- Describe the innovative AU Medical Center volunteer inpatient training program, Well-rounded.
- Evaluate current inpatient training methods and share new ideas on how to make training more effective.
- Gain methods for implementing volunteer training checklists on inpatient units to increase nursing staff engagement and partnership.
PXE Credit: 1
The Restorative Impact of Perceived Open Space.
Speaker: Geof Northridge, AIA, IDCEC, GBCI
This session will explore the accumulated research that has revealed the adverse impact of enclosed interiors and deep-plan buildings on human performance.
Participants will gain insights into human perception, and how architectural cues can be staged to trigger many of the same beneficial responses otherwise obtained by genuine biophilic elements.
The session will also cover the role circadian light and perceived open space play in shaping human cognitive function, as well as how our psycho-physiology changes in interior environments.
Participants will uncover a new design framework that proposes the restorative value of perceived open space in its two essential orientations: perceived zenith and perceived horizon line.
In contrast to how we perceive these spatial reference frames outdoors, in enclosed interiors where such reference frames are often not visible, we can stage architectural cues to alter our perception of interior space.
Restoring these spatial reference frames through a valid multisensory illusion restores a range of wellness benefits otherwise associated with interiors applying biophilic design principles. These principles were designed to create restorative environments for patient care, as well as enhance staff performance and well-being.
After registering, participants will receive a confirmation email containing information about joining the meeting.
Be a Mountain Climber
Bryan K. Williams, DM | B.Williams Enterprise, LLC
October 15, 2020 – 2:00-3:00 PM ET
This session will review the mindset and behaviors necessary to effectively address professional or personal barriers. Special emphasis will be on ten proven tips to take control of your efforts and overcome any obstacles in your path.
- Explain the power of repetition.
- Identify the mandatory ingredient to build successful relationships.
- Determine the primary way to enhance your own value.
- Discover the key to remain anchored despite life’s interruptions.
Best Practices for Improving Outcomes for Patients with Dementia in the Acute Care Setting
Susan Bold Schumacher, MS, APRN-BC, GCNS, Clinical Nurse Specialist in Gerontology, Methodist Hospital- Park Nicollet
October 20, 2020 – 2:00-3:00 PM ET
Currently, over 5.8 million persons 65 years and older persons with Alzheimer’s disease or related dementias live in the United States. Approximately 25% of our hospitalized patients have underlying dementia and are at particular risk for an adverse event such as a fall, pressure injury, or consequences of hospitalization such as functional decline or immobility. Join this webinar to discover innovative models of care in the acute care setting that incorporate best practices to mitigate the risk for adverse events. Acute Care of the Elderly Units, Hospital-Elder Life Program, Nursing Improving Care of Hospitalized Elders, and Hospital Home are examples of care models and supportive systems to be discussed. The partnership between patients and their families/significant others with trained healthcare team members in a supportive environment are key for improving outcomes for patients with dementia in the acute care setting.
- Describe models of care for patients with dementia during hospitalization.
- Discuss best practices for preventing adverse events during hospitalization.
- Identify key principles for preparing healthcare team members for care the patient with dementia.
PXE Credits: 1
The Press Ganey National Client Conference, taking place Nov. 16-18, is the must-attend virtual event of the year, showcasing over 40 educational sessions led by health care’s most innovative organizations offering revolutionary strategies for optimizing care delivery during these uncertain times. Presentations will provide attendees with valuable insights, practical tools, and relevant best practices for rapidly implementing change across the care continuum.
PXE Credits: 15
Want to Work in Partnership with Patients? How to Co-produce Improvements with Patients.
Helen Lee, Experience of Care Professional Lead, NHS England and NHS Improvement
Claire Marshall MSc, Experience of Care Lead – Acute Care, NHS England and NHS Improvement
Cristina Serrao, Lived Experience Ambassador, NHS England and Improvement
November 17, 2020 – 12:00-1:00 PM ET
Starting from what matters to patients and co-producing how you how plan, design and implement your quality improvements in partnership with the people who use your services can transform your work. In this webinar, coproduced with a patient advocacy perspective, you will gain an insight into the Always Events® methodology which enables the co-design and consistent implementation of improvements that address what matters most to patients. You will hear from those directly involved who will share their experiences, learning, challenges, practical cocreation skills and “top tips” for successful coproduction. Always Events® has created a real social movement, with the methodology now being used by more than 50% of healthcare providers in the NHS in England. This has enabled a direct focus on improving patient experience through coproduction, active engagement by point of care staff and has delivered sustainable change in aspects of care that are a priority for patients.
- Describe the relationship between coproduction and the acceleration of safety and quality.
- Develop the skills to apply this learning and implement Always Events® methodology in your own organization.
- Demonstrate practical skills in cocreation.
PXE Credit: 1
What the Latest Data Tells Us about Engaging Patients through Text
Lea Chatham, Director of Content, SR Health by Solutionreach
December 3, 2020 – 2:00-3:00 PM ET
Patients have been leaning more towards digital communications for some time. COVID has sped up that transition with a 14% drop in interest in phone calls since the pandemic began. Find out what the data says about engaging patients through text messaging and hear some examples of how health systems are using it to address social determinants of health (SDoH) as well as more traditional communications. You’ll walk way with a list of at least ten ways you can use both automated and real-time text messaging to engage patients across their journey.
- Learn how to use automated text messaging to save time for staff while increasing patient volume and revenue.
- Discover how real-time text messaging can help address SDoH like isolation and lack of support.
- Get simple tips on how to stay compliant while offering text messaging that doesn’t require complex apps or logins.
PXE Credit: 1